A Resume

Work Experience

Employee Service Center, Manager Hawaiian Airlines Honolulu, HI     July 2019 – Present     

• Oversee day to day operations of the company’s global customer care program and guest issue resolution processes
• Ensure the timely, consistent, and thoughtful response to all domestic and international guest issue

Consumer Affairs Office, Manager Hawaiian Airlines                  January 2017 – July 2019                                                                    

• Managed a global customer care program staffed by 12 non-contract employees and eight off-shore contractors
• Ensure the timely, consistent, and thoughtful response to over 40,000 contacts annually

Social Media Marketing Specialist Hawaiian Airlines               January 2013 – January 2017

• Manage the content, engagement, and monitoring of social media profiles that is 400,000 members in size
• Train and oversee agencies who manage international social media profiles in Japan, South Korea, and Taiwan
• Develop social media marketing and customer service strategies
• Supervise a social media coordinator
• Handle a social media marketing budget of $250,000

Social Media Marketing Coordinator Hawaiian Airlines November 2010 – December 2012

• Created content for the company’s Facebook and Twitter profiles that have a combined total of 200,000 members

Email Coordinator                 Hawaiian Airlines                September 2010 – November 2010

• ·Coordinated the production of promotional fare and partner emails

Business Administrator College Connections Hawaii Honolulu, HI October 2009 – July 2010

• Handled HR, accounting and assist in PR and communications for a non-profit that provides students with tutoring services, college advising and test preparation. Employs certified teachers as tutorial across the state.

Editorial/Production Assistant SomaGirls.tv San Francisco, CA May 2008 – Feb 2009

• Wrote  content, produce videos and manage interns for a website that produces and distributes videos online

Community Engagement Experience   

Advisory Board Member Salvation Army Hawaiian and Pacific Islands Honolulu, HA June 2013 – January 2015

• The Salvation Army is an international, Christian-based organization that serves local communities and individuals in need through social and health services. The Hawaiian and Pacific Islands of The Salvation Army covers the states of Hawaii and the Pacific islands, including Guam, Republic of the Marshall Islands and The Federal States of Micronesia.

Secretary & Resource Development Committee Chair Susannah Wesley Community Center Honolulu, HI June 2012 – Present

• The Susannah Wesley Community Center is a multi-service community and social service center that has provided much needed programs and services to the residents of Kalihi-Palama for over 100 years.

Social Media Director Hawaii Fashion Month Honolulu, HI May 2014

• Hawaii Fashion Month is a month-long calendar of events to promote and elevate all aspects of Hawaii’s fashion industry: design, manufacturing, education, art, retail, and more.

Online Communications  Experience Highlights

Contributing Writer Examiner.com San Francisco, CA and Honolulu, HI April 2009 – August 2010

• Wrote local articles as the Inexpensive Fashion Examiner for a city-based website

Co-Host/ Producer Girls Gone Geek San Francisco, CA August 2007 – May 2008

• Produced content and co-hosted a technology-based podcast about news and trend show for women

Print Communications Experience Highlights

Editorial/Production Assistant  Honolulu Weekly Honolulu, HI November 2009 – August 2010

• Wrote  articles on local shop owners, artists and musicians in Honolulu and the greater Oahu island for a free weekly

Contributing Writer The City Star San Francisco, CA  January 2006 – December 2007

• Wrote arts and entertainment articles and weekly artist profiles for a city-based micro-daily newspaper

Internships

Contributing Writer Curve Magazine San Francisco, CA January 2007 – July 2007

• Wrote book and music reviews and profiles on artists for a leading queer and lesbian monthly magazine

News Intern Performer Magazine San Francisco, CA November 2006 – May 2007

• Wrote news features and news briefs regarding the independent music scene in the Bay Area for a free monthly

Editorial Intern Papercity Magazine San Francisco, CA May 2006 – November 2006

• Selected photos from local store openings, banquets, and galas and wrote articles for city-based lifestyle magazine

Editorial Intern Richmond Review / Sunset Beacon San Francisco, CA  June 2005 – August 2005

• Wrote news stories for a community-based free monthly newspaper

College Publications

Staff Writer [X]Press Magazine San Francisco State University, CA August 2006 – December 2006

Staff Writer  Golden Gate [X]Press San Francisco State University, CA  January 2006 – May 2006

News Editor The Guardsman City College of San Francisco, CA January 2003 – May  2004

Staff writer The Guardsman City College of San Francisco, CA     August 2003 – December 2003

Summary of Education

San Francisco State University San Francisco, CA August 2004 – May 2007

•  B.A. in Journalism and Minor in American Literature

City College of San Francisco San Francisco, CA September 2002 – May  2004

Qualifications

Proficient in CMS, Adobe InDesign and Photo Shop, FileMaker Pro, Dreamweaver, Sound Slides, Soundtrack Pro, WordPress, Movable Type

Speaking Engagements

Hawaii Social Media Summit    “Panel Discussion on Customer Service”            April 2011
Hawaii Social Media Summit     “Social Media Campaigning”                     October 2012
Social Media Club Hawaii “Panel Discussion on Online Reviews and Customer Service”     May 2013

 

 

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